VP of Service, Americas

Smiths Detection Group; Edgewood (MD); On-site; USD 132,000 - 237,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

Job summary

Smiths Detection is seeking a Vice President, Service Americas to define and execute the strategic vision for the Americas Service business. You will lead all service operations, field service, technical support, customer success, depot operations, training, service inventory, and service commercial growth.

Travel up to 50-60% domestically and internationally. You will drive customer satisfaction, profitability, and sustainable growth while partnering with Sales, Technology and Finance.

Qualifications

• Bachelor’s degree in business or relevant discipline.
• Minimum 10 years of experience in field service management.
• Minimum of 10 years of business experience.
• 5+ years leading large field service organizations.
• Executive leadership of organizations exceeding 200 employees.
• Experience in aerospace, defence, security technology, or industrial equipment preferred.
• Experience leading large-scale organizational transformation.
• Experience in government and commercial contracting preferred.

Responsibilities

• Developing and implementing goals, objectives, policies and procedures for safe, compliant service delivery.
• Participating in customer performance reviews and communicating quality-of-service.
• Conducting regular site visits to assess customer climate.
• Maintaining relationships with key decision makers.
• Managing repair depot sites and call centers for first-line support.
• Planning and executing Americas Service strategy for growth.
• Leading field activities to achieve target metrics and renewals.
• Overseeing Service training resources in the Americas.
• Positioning Americas Service as a strategic differentiator.
• Integrating systems for unified technology.
• Reviewing key metrics across service and delivery.
• Engaging cross-functionally to support operations.
• Leading day-to-day Service Operations to meet commitments.
• Standard service delivery across the Americas.
• Driving Lean/Six Sigma productivity improvements.
• Developing multi-year service strategy aligned with global goals.
• Identifying new service offerings and recurring revenue.

Skills

Strategic leadership

Change management

Cross-functional collaboration

Customer relationship management

Executive communication

Education

Bachelor’s degree in business or relevant discipline

Job description

Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place.

Smiths Detection, part of Smiths Group is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.

This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.

Job Description

The Vice President, Service Americas is responsible for defining and executing the strategic vision for the Americas Service business. This role leads all service operations, field service, technical support, customer success, depot operations, training, service inventory management, and service commercial growth. The role is accountable for operational excellence, customer satisfaction, profitability, employee engagement, and sustainable business growth while partnering across Sales, Technology, Supply Chain, Quality, Finance, and Product Management.

Job duties to include but are not limited to;

• Developing and implementing goals, objectives, policies, and procedures to ensure safe and compliant execution of contractual service delivery consistent with the Smiths Detection Service vision.
• Participating in internal and external customer performance reviews and preparing relevant communication related to quality-of-service delivery.
• Conducting regular site visits to assess the climate of the customer and resident staff.
• Maintaining and fostering customer relationships by engaging in frequent communication with key decision makers and industry stakeholders.
• Managing repair depot sites and customer assistance center/call center to provide first-line support for customers.
• Planning, overseeing, and participating in the development of the Americas Service strategy to ensure consistent business growth.
• Executing the field activities to achieve target Attach Rates, Warranty Conversions, and Contract Renewals.
• Managing Field Service training resources for the Americas
• Position the Americas Service organization as a strategic differentiator that enhances customer value and drives profitable growth.
• Integrating current disparate systems into unified systems technology.
• Reviewing, developing, and measuring key metrics for the service and delivery organization.
• Engaging cross-functionally to ensure effective services operational support across the business.
• Leading day-to-day management of Service Operations with an unwavering drive toward meeting or exceeding all service commitments.
• Standard service delivery across the Americas.
• Improve productivity through Lean/Six Sigma principles.
• Develop and execute a multi-year Americas Service strategy aligned with global objectives.
• Identify new service offerings and recurring revenue opportunities.
• Drive digital transformation and automation initiatives.
• Serve as executive sponsor for strategic customer relationships.
• Lead executive business reviews with key government and commercial customers.
• Partner with Sales to grow aftermarket revenue
• Evaluate acquisitions, partnerships, and strategic investments related to service capabilities.
• Ability to travel up to 50–60% domestically and internationally.

Qualifications

Education Requirements

Bachelor’s degree in business or relevant discipline is required.

Years of Experience

• Minimum 10 years of experience in Field Service Management
• Minimum of 10 years of business experience
• 5 + years leading large field service organizations
• Executive leadership of organizations exceeding 200 employees

Additional Qualifications

• Experience in aerospace, defence, security technology, or industrial equipment, preferred
• Experience leading large-scale organizational transformation
• Experience in both government and commercial contracting preferred

Additional Information

We offer…

Join us and we’ll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You’ll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial andlifestyle perspective.

Join us and work for a world-leader, with the benefits and training to reward your dedication and skills. Be part of a team where we are making the world a safer place.

HIRING SALARY RANGE:The compensation for this position ranges from $131,871 - $ 237,368 per year. (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant and alignment with internal and market data.) This role offers a competitive Business Profit Plan.

• Comprehensive benefits package including medical, dental, and vision insurance
• 401(k) with company match
• paid time off
• other benefits

Smiths Detection, Inc. participates in the Electronic Employment Verification Program.

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [e-mail] or call toll-free 877-703-1029. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

All qualified applicants will receive equal consideration for employment based solely on their skills, experience, and ability to perform the job. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other characteristic protected by applicable law.

All qualified applicants will receive equal consideration for employment based solely on their skills, experience, and ability to perform the job. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other characteristic protected by applicable law.

Smiths Detection is an affirmative action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Equal Employment Opportunity Posters If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email [e-mail] .